Incident Response

Incident Response Plan

As soon as an incident is detected, our Incident Response Team is notified and the following steps are performed.

To determine if an incident has occurred, our team checks the following list to see if the current situation matches one of our predefined conditions:

Situation

Threshold(s)

Crazy Egg accounts have inaccurate or missing data

🕓 for longer than 5 minutes👤 for at least 10 users

Crazy Egg accounts are completely or partly unusable

🕓 for longer than 5 minutes👤 for at least 10 users

Crazy Egg script negatively impacted websites which have it installed

🕓 for any amount of time👤 for any amount of users

Personal data (PII) was used without explicit consent (data breach)

🕓 for any amount of time👤 for any amount of users

After an incident has been identified, an engineering team member and customer support team member are identified to work closely together until the incident is resolved.

After the incident has been resolved, an explanation of what happen is emailed to the affected customers. Depending on the length of time required to resolve, notification to affected customers will occur before a resolution is found. That correspondence will outline the situation, steps being taken and estimated length of time for resolution.